Extremely bad service from Agoda.com

I made a reservation with Agoda for a hotel booking online. I did not want to pay at the time for the reservation. I then entered my card details for the booking and Agoda immediately deducted money off my account. When they emailed me the booking voucher it only then said the cancellation would cost but on their website it says cancellation is free. Further, when I try calling them they do not want to reveal their identity and also say their have paid but they do not email proof in this regard. They are now making me wait forever for the payment and nothing is reflecting in my account. When I am asking for an option to get an alternative booking they say this cannot be done. This is unfair as the booking has to be made and the funds are stuck with Agoda. The service i received from agoda is very terribele,i wont even recommend them to any one. i see it as day light *******. what kind of Company that exploit people like this, now we have to wait forever or make another payment for a new booking but our money is stuck with them. i will advise people not to use this site anymore, they are bunch of ******s .